Home/Live Chat Software/Helpshift
Updated on: August 4, 2021
What is Helpshift ?
Helpshift - Live Chat Software
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92% The SW Score ranks the products within a particular category on a variety of parameters, to provide a definite ranking system. Read More

Helpshift

MOBILE-FIRST CUSTOMER SERVICE
(373 Ratings) Write Review

Helpshift is a mobile-first customer service platform. It delivers a tremendous in-app help experience for many of the world's top mobile apps and mobile games. Helpshift pioneered in-app messaging for the support that works like modern mobile messaging apps, ensuring users never leave the app. Using bots, Helpshift can automate up to 90% of user issues, improving response times while reducing costs. All of this is delivered out-of-the-box via a simple, lightweight, and easy to integrate SDK. With Helpshift, users get a fast, always-on help experience that feels as natural as talking to friends and family.

Helpshift Awards

Fastest Growing Software
Most Popular Software
Highly Rated

Helpshift Features Show All Features

Helpshift Technical details

Support Online Customer Type Freelancers Large Enterprises Medium Business Small Business
API Location / Phone Number San Francisco, California / +1 800-245-9165
Deployment SaaS/Web/Cloud Mobile - Android Mobile - iOS Category Live Chat Software Help Desk Software

Helpshift Pricing

Pricing ModelQuotation Based
Starter
Custom

Features

  • Web & Mobile In-App Messaging
  • Web & Mobile In-App Help Center
  • Mobile SDK Integration
  • Unlimited Help Center Articles and FAQs
  • QuickSearch Bot
  • Email Support
  • Text Messaging (SMS) Support
  • Agent Desktop
  • Single Sign On (SSO)
  • Out-of-Box Analytics and Reporting
  • Automated Issue Routing
  • Unlimited Agent Seats
  • Salesforce and Zendesk Integrations
  • Amazon Connect Integration
  • External Data and Systems Integration
  • 60 API Calls per Minute
Growth
Custom

Features

  • Includes features of Starter plan, plus
  • Customizable Bots
  • Visual Bot Builder
  • Issue-Routing Queues
  • Automated Agent Workload Balancing
  • Customizable Reporting
  • Team Management
  • SLA Management and Automations
  • Real-Time Operations
  • Analytics APIs
  • 300 API Calls per Minute
Enterprise
Custom

Features

  • Includes features of Growth plan, plus
  • Intelligent Issue Classification
  • Intent-Based Routing
  • Named Customer Success Manager
  • 1,500 API Calls Per Minute
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Disclaimer: The pricing details were last updated on 09/07/2021 from the vendor website and may be different from actual. Please confirm with the vendor website before purchasing.

Learn more about Helpshift pricing.

Helpshift FAQs

Helpshift is Live Chat Software. Helpshift offers the following functionalities:

  • Agent Scheduling
  • Call Me Option
  • Co-Browsing
  • Knowledge Database
  • Offline Form
  • Persistent Chat
  • Shortcut Messages
  • Transfers
  • Visitor Targeting

Learn more about Helpshift features.

Yes, Helpshift provides API.

Ask the Community View Community

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Helpshift Reviews

OVERALL RATING
4.2
Based on 373 Rating(s)
Rating Distribution
  • 53.1 %
  • 36.4 %
  • 8.5 %
  • 1.7 %
  • 0.3 %
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Serghej FSource : g2crowd.com
(Reviewed on 30 October 2020)
"Well organised smart working"

What do you like best?

About Helpshift I like the fact that I can add as many tags as I want to the tickets I work with. This is a feature that I could not use in the previous tool, where I could assign only one tag per ticket. I also like that tickets can be divided in categories according to the importance of the customers I am dealing with, underling which needs to be prioritized. I also like the fact that I can see which device customers are using and the details about their profile. This extremely helps me with my everyday requests.

What do you dislike?

Sometimes it is difficult to understand how to get some features. The whole tool should be more intuitive. At the same time, I believe that every user should be able to add any options in order to better organize their own work. In my case, indeed, I need to ask someone else for the permission to add some tools and wait for their approval.

Recommendations to others considering the product:

I can suggest contacting the link person between the company and Helpshift in case of doubts. Indeed, this person can be a great bridge to resolve issues and grant the best user experience.

What problems are you solving with the product? What benefits have you realized?

With Helpshift, I answer the complaints coming from our customers. They might differ and not only be negative. Indeed, we reply also to our players' feedbacks and suggestions. Thanks to Helpshift we can verify the information provided pretty fast through the Metadata option.

...more
Administrator in Gambling & CasinosSource : g2crowd.com
(Reviewed on 16 July 2020)
"The best support tool for mobile games"

What do you like best?

Conversations, bots, faq and campaigns in one dashboard. Everything in one place without the need for additional integration between these systems.

What do you dislike?

Different criteria and filters in campaigns, automations etc. Limitations in API.

What problems are you solving with the product? What benefits have you realized?

We are using HelpShift to support our players on mobile games.

...more
Thiago SSource : g2crowd.com
(Reviewed on 29 June 2020)
"The best tool"

What do you like best?

I really like the tool, I use it since I joined the company where I work. It has been two years using this tool and I feel totally safe in saying that it has benefited the entire operation of my work. When you really learn to use all the resources, there are no limits to how far the tool will take you.

What do you dislike?

Many times the tool had errors and it made me a little nervous. But the support of my company soon got in touch with the support of the tool and they helped instantly. It was extremely gratifying to know that because the tool was what commanded the operation of my company and without it, we would be left without action.

Recommendations to others considering the product:

If you are looking for a complete tool that will leverage your business, I recommend using helpshift. The experience is unique and your productivity will grow in a way that is even difficult to manage. Whenever you think of a tool for customer service, take HS into account. I do not regret using it.

What problems are you solving with the product? What benefits have you realized?

The tool was what commanded the operation of my company and without it, we would be left without action. When you really learn to use all the resources, there are no limits to how far the tool will take you. I said that above and I repeat. The productivity of the operation, when compared with the previous tool, is exponentially higher.

...more
Administrator in Computer GamesSource : g2crowd.com
(Reviewed on 03 June 2020)
"Great platform, easy tools to use and great CS support from them"

What do you like best?

It is a great tool to fulfill our customer needs and contact

What do you dislike?

The tabs might be a little more organized and placed in a better way. The prices are a bit high

Recommendations to others considering the product:

If you handle big loads of customer requirements and inquiries this is the right tool to use

What problems are you solving with the product? What benefits have you realized?

Customer Support tickets and interactions. Easy to interact with our customers and provide them with the service we want.

...more
Administrator in Computer GamesSource : g2crowd.com
(Reviewed on 02 June 2020)
"EXCELLENT Support Helpdesk"

What do you like best?

Ticket assigning to my colleagues. We can also filter the junk tickets so they are not escalated to the Senior staff.

What do you dislike?

The interface. The review system also, it does not give detailed reviews from the clients, only a star rating.

What problems are you solving with the product? What benefits have you realized?

Helpshift helps us pick up patterns with in game bugs.

...more
JonathanSource : financesonline.com
(Reviewed on 26 March 2020)
Powerful CS tool

PROS & CONS

What are the best aspects of this product?

Helpshift is a powerful tool that helps us immediately respond to customer service requests done through our mobile app. Data and analytics are also helpful and has allowed us to easily roll out automated FAQs and templates according to our customers' needs.

What aspects are problematic or could work better?

Improvements have been done over the years, and we look forward to a few more such as requests that come via email.

What specific problems in your company were solved by this product?

Immediate response to CS requests through our mobile app

Are you a current user of this product?

Yes

...more
ChadrickSource : financesonline.com
(Reviewed on 20 March 2020)
Provides satisfactory support on mobile

PROS & CONS

What are the best aspects of this product?

Helpshift is user-friendly and provides shortcuts that speed up the support process, including FAQs. It also provides useful analytics data and insights I need.

What aspects are problematic or could work better?

We would appreciate fewer SDK updates that take time to work on. The FAQs can also use more sub-sections to help with navigation and details.

What specific problems in your company were solved by this product?

It's quicker and easier to use, and the players use the FAQs more often.

Are you a current user of this product?

Yes

...more
BlakeSource : financesonline.com
(Reviewed on 07 March 2020)
Useful mobile-based support

PROS & CONS

What are the best aspects of this product?

Being able to automate several support functions including notifications, metadata delivery and in-app chats.

What aspects are problematic or could work better?

Bugs that came up have already been sorted.

What specific problems in your company were solved by this product?

We were able to help more of our users in real-time, with automated filtering in place for resolving concerns, answering questions and receiving feedback of up to a million daily.

Are you a current user of this product?

Yes

...more
LeonardSource : financesonline.com
(Reviewed on 05 March 2020)
Very utilized tool for business

PROS & CONS

What are the best aspects of this product?

Helpshift is so convenient and helpful when it comes to concise notifications and tracking previous concerns

What aspects are problematic or could work better?

Integrating desktop notifications in the same program would also be useful

What specific problems in your company were solved by this product?

We were able to solve duplicated entries and issues within the platform much more quickly and easily. It also saves time for our clients, compared to when they had to email.

Are you a current user of this product?

Yes

...more
KaelaSource : financesonline.com
(Reviewed on 28 January 2020)
Easy to customize and align with my's needs

PROS & CONS

What are the best aspects of this product?

Helpshift is intuitive to what I need and it's very user-friendly. Being able to customize features, bulk actions and search shortcuts allowed me to be more efficient.

What aspects are problematic or could work better?

I sometimes wish the platform can be more mobile-friendly, but maybe that's still a good thing: we can't have too much work taken from us!

What specific problems in your company were solved by this product?

Work is more streamlined and being able to provide solutions to technical issues in real-time is very useful.

Are you a current user of this product?

Yes

...more
Read All Reviews

Videos on Helpshift

Meet Helpshift, the leading AI-powered conversational customer service platform.
Meet Helpshift, the leading AI-powered conversational customer service platform.
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Helpshift Screenshots

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Guide: Zendesk Integration
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Guide: Zendesk Integration

Download white papers and ebooks on Helpshift View All Downloads

by Helpshift
How Customer Service Leaders Can Thrive Alongside Artificial Intelligence
In this AI Strategy whitepaper, you will learn: How AI can take over simple, time-consuming tasks, Tips on how to...
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by Helpshift
The Beginner's Guide to Customer Service Bots
This Guide helps to learn about Different touch points to invoke bots throughout the customer journey, Actionable steps...
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Customers

Playrix
Microsoft
Nordeus
Guiabolso
Zynga
Super Lucky
Hutch
Jam City
VCA Animal Hospital
Next Games
Chatbooks
TopHatch
Red Planet
Playdemic
Wooga

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Disclaimer

The research is compiled using multiple sources, let us know of any feedback on feedback@saasworthy.com